Public Transport: Overcrowding
The question
To ask the Secretary of State for Transport, what mechanisms are available to passengers to report breaches of maximum passenger numbers on public transport services.
Answered by Keir Mather
Passengers who believe that maximum passenger numbers, crowding standards or other passenger welfare obligations have been breached can raise concerns directly with the relevant transport operator through its complaints process. If they are dissatisfied with the operator's response, rail passengers may escalate complaints to the Rail Ombudsman, while safety concerns relating to crowding can also be reported to the Office of Rail and Road. [orr.gov.uk], [nationalrail.co.uk], [railombudsman.org].
Complaints from passengers about a bus or coach operator should be made directly to the operator in the first instance. If the bus or coach operator has not responded to a complaint within 14 working days, or if the passenger is not happy with the response received, they can raise their complaint with Bus Users UK, an organisation that represents the interests of bus and coach users.
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